AccountId: 011433970860
ContactId: a600b405-eb96-4c08-9232-99bba10a25e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338519 ms
Total Talk Time (AGENT): 124855 ms
Total Talk Time (CUSTOMER): 133476 ms
Interruptions: 3
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a600b405-eb96-4c08-9232-99bba10a25e3_20250102T20:38_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider office. I want to know about the claim status, so this could help me regarding that.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with claim status and what did you say your name was, my friend?
[CUSTOMER][NEUTRAL] Yeah, [PII] Could you spell your name, please, one more time?
[AGENT][NEUTRAL] Yes, it's [PII] and [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. I have 2 claims. And by the way, the first policy number which I have, that one is just a moment, let me check here.
[CUSTOMER][NEUTRAL] Yeah, I got it. The first policy number which I have, that is 02221687 M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you so much and while I'm pulling up this claim, do you mind if I also get a good call back number for you, sir?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you very much. I appreciate that. And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] first name here is [PII] and the last name is uh [PII].
[AGENT][NEUTRAL] Thank you. And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful thank you thank you and do you have the claim number that you wanna look at or do you want me to search it by the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, by the date of so.
[AGENT][NEUTRAL] OK, let's do that for you. What is the date of service?
[CUSTOMER][NEUTRAL] It's uh yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Absolutely, you're correct.
[AGENT][NEUTRAL] Alright, unfortunately I'm not showing a claim on file for that date, but hold on one second, let me check something else.
[AGENT][NEUTRAL] OK, yes, um.
[AGENT][NEUTRAL] Their coverage with us was active during that time period, but I'm not showing a claim on file.
[CUSTOMER][NEUTRAL] OK. Uh, what was the effective date?
[AGENT][POSITIVE] Yes, absolutely, let me go back to that real quick. I show their effective date is.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and they are current and active.
[CUSTOMER][NEUTRAL] So now, OK, fine. Uh, do you have any mailing address?
[AGENT][POSITIVE] And I'm so sorry.
[CUSTOMER][NEUTRAL] Could you please tell me the mailing address?
[AGENT][NEUTRAL] Yes, it's gonna be [PII] and that is in [PII]. The zip code here is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]. Am I right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh OK. And uh could you give me the call reference number? OK, fine, by the way, what is the time limit for this claim?
[AGENT][NEUTRAL] Yes, there's no timely filing limit for this claim and the reference number is my name [PII], my last initial B like boy, and today's date.
[CUSTOMER][NEUTRAL] OK, let's move to the next claim. I'm ready for the next member ID.
[AGENT][POSITIVE] Um, one second. I'm getting that note saved on this one.
[AGENT][POSITIVE] And yes, I am ready for your next member ID.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me some few seconds.
[CUSTOMER][NEUTRAL] Uh, yeah. Are you ready for the next number?
[AGENT][POSITIVE] I am absolutely ready for the next one when you are.
[CUSTOMER][NEUTRAL] OK, fine. Yeah, it's uh 017.
[CUSTOMER][NEUTRAL] 512
[CUSTOMER][NEUTRAL] 26 M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Wonderful, thank you so much and your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's first name is, it's [PII] and the last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Wonderful thank you and same thing on this one did you want to search by the data service or did you have that claim number?
[CUSTOMER][NEUTRAL] 10 of service I have and the date of service which I have that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, and again, I don't see that date of service on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, fine. So no claim on file.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Uh, could you tell me the
[AGENT][POSITIVE] I do show that they've been effective with us since [PII] and they are current and active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 2 till now, right? Wonderful. OK. Thank you so much. And OK. And the mailing address.
[AGENT][POSITIVE] Hey my pleasure. Is there anything else I can do for you, my friend?
[CUSTOMER][POSITIVE] No, no, thank you so much and have a wonderful day. Bye for now.
[AGENT][NEUTRAL] You too bye bye.